Business Support, Customer Service
Company: Jones Lange Lasalle Inc.
Posted on: January 10, 2022
About JLL -
We're JLL-a leading professional services and investment management
firm specializing in real estate. We have operations in over 80
countries and a workforce of over 91,000 individuals around the
world who help real estate owners, occupiers and investors achieve
their business ambitions. As a global Fortune 500 company, we also
have an inherent responsibility to drive sustainability and
corporate social responsibility. That's why we're committed to our
purpose to shape the future of real estate for a better world.
We're using the most advanced technology to create rewarding
opportunities, amazing spaces and sustainable real estate solutions
for our clients, our people and our communities.
Our core values of teamwork, ethics and excellence are also
fundamental to everything we do and we're honored to be recognized
with awards for our success by organizations both globally and
Creating a diverse and inclusive culture where we all feel
welcomed, valued and empowered to achieve our full potential is
important to who we are today and where we're headed in the future.
And we know that unique backgrounds, experiences and perspectives
help us think bigger, spark innovation and succeed together.
If this job description resonates with you, we encourage you to
apply even if you don't meet all of the requirements below. We're
interested in getting to know you and what you bring to the
The following duties are typical for this classification.
Incumbents may not perform all the listed duties and/or may be
required to perform additional or different duties from those set
forth below to address business needs and changing business
- Maintains a positive, empathetic, and professional attitude
toward customers always.
- Responds promptly to customer inquiries.
- Communicates with customers through various channels.
- Acknowledge and resolve customer complaints.
- Answers telephones and directs the caller to the appropriate
hospital department or voicemail service or patient/patient
- Maintains accurate updated hospital phone lists.
- Responds and follows through on requests for information,
including completing research using available resources
- Ability to communicate with all levels of the hospital system
with minimal supervision.
- Maintain vigilant awareness of client requirements for
Confidentiality and Privacy of patients
- Ability to identify and escalate priority issues as
- Ability to identify areas of enhanced services
- Be willing and able to utilize skill/knowledge to suggest
improvements for the role and team, including providing feedback on
the efficiency of the customer service process.
- Complete all assigned callbacks.
- Continually monitor telephone queue time data to maximize
- Adhere to the business unit specified client-driven
- Complete data entry using multiple work request applications,
including records of customer interactions, transactions, comments,
- Assist with the collection of data needed for creating fair and
balanced staffing schedules.
- Provides direction and support for PBX Customer Support staff
on complex events and escalates issues to the correct leaders in a
- Schedules and provides organized succinct onboarding for new
employees. Ensuring appropriate documentation of task
- Routinely inventory and reorder PBX supplies in a timely
- Coordinate with Emergency Manager on routine status reporting
to staff performance
- Ensures distribution of communications to promote team cohesion
Knowledge, Skills, and Abilities:
Any combination of education and experience that would likely
provide the required knowledge and abilities is qualifying. A
typical way to obtain the knowledge and abilities would be:
- A High School diploma is required.
- Some college coursework or equivalent combination of experience
and education is preferred.
- Familiarity with hospital or healthcare system and routines a
Years of relevant experience:
3 or more years' experience in a customer support role required;
that experience is specifically with operator, reception, call
center, or sales phone skills and Ideally includes supervisory or
Career Banding Requirements
B1: Minimum of 1 year of applicable working experience in
Reception, Customer Service, or Client facing aspects.
B2-B3: Minimum of 1+ to 3 years of applicable working experience in
Reception, Customer Service, or Client facing aspects.
B4: Minimum of 3+ to 5 years of applicable working experience in
Reception, Customer Service, or Client facing aspects
- Strong interpersonal and conflict resolution
- Strong organizational skills and collaborative work
- Effective and accurate written, verbal, and communication
- Ability to maintain professionalism at all times under
- Ability to plan and manage work under time constraints
- Ability to multitask and work without direct
- Knowledge of Microsoft Office and Computerized Management
System (CMMS) database applications is required.
- Knowledge of hospital/facilities management, clinical
engineering, and/or regulatory standards is ideal.
Possession of, or ability to obtain, an appropriate, valid
state-sponsored driver's license.
Physical Work Requirements:
The conditions herein are representative of those that must be met
by an employee to successfully perform the essential functions of
this job. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential job
Environment: Office environment.
Physical: Sufficient physical ability to work in an office setting
and operate office equipment; to perform light to moderate lifting
and carrying; standing, walking, or sitting for prolonged periods
of time; mobility to move about in an office location.
Vision: See in the normal visual range with or without correction;
vision sufficient to read computer screens and printed
Hearing: Hear in the normal audio range with or without
Language: Ability to verbally communicate effectively in English,
Work is performed in a dynamic environment that requires
sensitivity to change and responsiveness to changing goals,
priorities, and needs.
Work primarily occurs in an office. Some work may be considered
stressful when working with the public during stressful
PBX Customer Support Lead is a full-time hourly role that may
require flexibility to respond to variable shifts. This includes
weekends. Occasional overtime may be requested to respond to
staffing needs. Standard shift for lead is 8am to 4:30pm but may
work variable shifts depending on the clients and department needs.
Scheduled work days are shared between both sites (Hanford and
This role is required to travel regularly within the assigned
network (Hanford and Tulare) and for meetings or assignments.
Be able and willing to successfully clear JLL pre-employment
processes that could include a 10-panel drug screen, alcohol
screen, and criminal background screen.
The client being a health care provider subject to federal Joint
Commission guidelines, most roles on the account hold immunization
requirements as a part of new hire onboarding. This could include
proof of immunization, the ability to obtain immunizations, or
meeting client requirements for declination of immunizations.
What you can expect from us
We succeed together and believe the best inspire the best, so we
invest in supporting each other, learning together and celebrating
Our Total Rewards program reflects our commitment to helping you
achieve your career ambitions, recognizing your contributions,
investing in your well-being and providing competitive benefits and
We can't wait to see where your ambitions take you at JLL. Apply
JLL Privacy Notice
Jones Lang LaSalle (JLL), together with its subsidiaries and
affiliates, is a leading global provider of real estate and
investment management services. We take our responsibility to
protect the personal information provided to us seriously.
Generally the personal information we collect from you are for the
purposes of processing in connection with JLL's recruitment
process. We endeavour to keep your personal information secure with
appropriate level of security and keep for as long as we need it
for legitimate business or legal reasons. We will then delete it
safely and securely.
For more information about how JLL processes your personal data,
please view our Candidate Privacy Statement.
For additional details please see our career site pages for each
For employees in the United States, please see a fully copy of our
Equal Employment Opportunity and Affirmative Action policy
This position may require you to be fully vaccinated against
COVID-19. If required, you'll be asked to provide proof that you're
fully vaccinated upon your start date. You're considered fully
vaccinated two weeks after you receive the second dose of a
two-dose vaccine series (e.g., Pfizer or Moderna) or two weeks
after a single-dose vaccine (e.g., Johnson & Johnson/Janssen).
Failure to provide proof of vaccination may result in
Jones Lang LaSalle ("JLL") is an Equal Opportunity Employer and is
committed to working with and providing reasonable accommodations
to individuals with disabilities. If you need a reasonable
accommodation because of a disability for any part of the
employment process - including the online application and/or
overall selection process - you may email us at
AccomodationRequest@am.jll.com. This email is only to request an
accommodation. Please direct any other general recruiting inquiries
to our Contact Us page > I want to work for JLL.
Pursuant to the Arizona Civil Rights Act, criminal convictions are
not an absolute bar to employment.
Pursuant to Illinois Law, applicants are not obligated to disclose
sealed or expunged records of conviction or arrest.
Pursuant to Columbia, SC ordinance, this position is subject to a
background check for any convictions directly related to its duties
and responsibilities. Only job-related convictions will be
considered and will not automatically disqualify the candidate.
California Residents only
If you are a California resident as defined in the California
Consumer Privacy Act (CCPA) please view our Supplemental Privacy
Statement which describes your rights and disclosures about your
personal information. If you are viewing this on a mobile device
you may want to view the CCPA version on a larger device.
Pursuant to the Los Angeles Fair Chance Initiative for Hiring
Ordinance, JLL will consider for employment all qualified
Applicants, including those with Criminal Histories, in a manner
consistent with the requirements of applicable state and local
laws, including the City of Los Angeles' Fair Chance Initiative for
Pursuant to the San Francisco Fair Chance Ordinance, we will
consider for employment qualified applicants with arrest and
Keywords: Jones Lange Lasalle Inc., Hanford , Business Support, Customer Service, Hospitality & Tourism , Hanford, California
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